What would cause someone to receive a text message from Vital? What are the triggers for that event?
How & Why Patient's Get Texts
When a patient is registered for an ED or Inpatient visit, Vital receives that patient's demographic and contact information along with the visit information.
If the information provided by the facility contains any valid mobile phone numbers, Vital will send a welcome text to each number provided.
A second, "Invite" text message is then sent to any reachable mobile numbers. This invite message contains the one-time use link that will allow the patient to access their visit in ERAdvisor/IQ Navigator or CareAdvisor.
Text Messages To Wrong People
Since it is not uncommon for people to change mobile phone numbers, it is entirely possible that these text messages are sent to incorrect people. There are several ways that this can happen:
The facility has an old, outdated number already on file.
During registration, this number is not immediately corrected.
When the first message is received, the outdated phone number is provided as well.
Vital will immediately attempt to send text messages to this number.
The patient has a family member's phone number on file
- Vital will send a welcome and invite text message to every number on file.
The patient provided the wrong number, either intentionally or unintentionally.
The registration staff transposed or otherwise accidentally entered the wrong phone number into the system
Regardless of how this issue happens, there are several methods of resolving this issue.
Facility staff can update the record with the correct phone number
Owners of the incorrect number and either ignore the text messages, or respond with STOP to stop all further communication from Vital to that number